Answering the Ultimate Question: How Net Promoter Can Transform Your Business

Fred Reichheld's 2006 book The Ultimate Question - that question being, "How likely is it that you would recommend this company to a friend or colleague?" - challenged the conventional wisdom of customer satisfaction programs. It coined the terms 'bad profits' and 'good profits' and pointed to a faster, much more accurate way of gauging customers' real loyalty to a company, introducing a quantitative measure (the Net Promoter Score) for establishing a baseline.

Outside In: The Power of Putting Customers at the Center of Your Business

The solution in each case was a focus on customer experience, the most powerful - and misunderstood - element of corporate strategy today. Customer experience is, quite simply, how your customers perceive their every interaction with your company. It’s a fundamental business driver. Here’s proof: over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew 22 percent.

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

Conventional wisdom holds that to increase loyalty, companies must "delight" customers by exceeding service expectations. Some focus on dazzling them at the cost of neglecting to solve basic service problems - a big strategic mistake. Through extensive research and surveys, the authors have concluded that loyalty has much more to do with how well a company delivers on its basic promises than on how dazzling its service experience might be.

Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way

Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team's ambitious, multi-pronged strategy to elevate the company's customer experience to best-in-class across all brands and industries.

Mastering the Complex Sale: How to Compete and Win When the Stakes Are High!

In today's turbulent and volatile marketplace, even the most experienced professionals are struggling with the rapid commoditization of their complex, high-value solutions. The complexity of the problems to be solved and the competitive threats we face are increasing at an alarming rate. At the same time, your customers are wrestling with mission-critical decisions and evaluating solutions that all sound the same and come packaged with a high degree of risk and a low probability of success. Your success demands an exceptional strategy and precise execution that must clearly set you apart from your competition.

Scaling Up: How a Few Companies Make It...and Why the Rest Don't, Rockefeller Habits 2.0

It's been over a decade since Verne Harnish's best-selling book Mastering the Rockefeller Habits was first released. Scaling Up: How a Few Companies Make It...and Why the Rest Don't is the first major revision of this business classic. In Scaling Up, Harnish and his team share practical tools and techniques for building an industry-dominating business.

The Ultimate Question: Driving Good Profits and True Growth

In this revolutionary management audiobook, Fred Reichheld reduces all business success into one question. "Would you recommend this business to a friend?" According to Reichheld, this measure of customer satisfaction should be at the heart of all strategic decisions made by every company. He presents compelling case studies to show how customer satisfaction is more important than any business criterion besides profits.

The Coaching Habit: Say Less, Ask More & Change the Way You Lead Forever

In Michael Bungay Stanier's The Coaching Habit, coaching becomes a regular, informal part of your day so managers and their teams can work less hard and have more impact. Drawing on years of experience training more than 10,000 busy managers from around the globe in practical, everyday coaching skills, Bungay Stanier reveals how to unlock your peoples' potential. He unpacks seven essential coaching questions to demonstrate how - by saying less and asking more - you can develop coaching methods that produce great results.

Topgrading, 3rd Edition: The Proven Hiring and Promoting Method That Turbocharges Company Performance

Great companies, large and small, rise or fall because of their talent: The more high performers on your team, the more successful your organization will be. Of course, that’s easier said than done. Research shows that only about 25% of all new hires turn out to be high performers. But companies that have used Brad Smart’s Topgrading system over the past two decades have boosted their hiring success rates dramatically - sometimes even to 90%.

The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers

Ben Horowitz offers essential advice on building and running a startup - practical wisdom for managing the toughest problems business school doesn’t cover, based on his popular ben’s blog. While many people talk about how great it is to start a business, very few are honest about how difficult it is to run one. The Hard Thing About Hard Things is invaluable for veteran entrepreneurs as well as those aspiring to their own new ventures, drawing from Horowitz’s personal and often humbling experiences.

Pre-Suasion: Channeling Attention for Change

The author of the legendary best seller Influence, social psychologist Robert Cialdini, shines a light on effective persuasion and reveals that the secret doesn't lie in the message itself but in the key moment before that message is delivered.

Great by Choice

The new question: Ten years after the worldwide bestseller Good to Great, Jim Collins returns to ask: Why do some companies thrive in uncertainty, even chaos, and others do not? In Great by Choice, Collins and his colleague, Morten T. Hansen, enumerate the principles for building a truly great enterprise in unpredictable, tumultuous, and fast-moving times. The new study: Great by Choice distinguishes itself from Collins’s prior work by its focus on the type of unstable environments faced by leaders today.

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service

The former EVP of Walt Disney World shares indispensible rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business - any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40-plus-year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the rules for serving customers so well they'll never want to do business with anyone but you.

How to Be a Great Boss

In How to Be a Great Boss, Gino Wickman and René Boer present a straightforward, practical approach to help bosses at all levels of an organization get the most from their people. They share time-tested tools that have worked for more than 30,000 bosses in every industry. You can learn to be a great boss - and dramatically improve both your organization's performance and your team's excitement about their work.

Delivering Happiness: A Path to Profits, Passion, and Purpose

In this, his first audiobook, Tony Hsieh - the widely admired CEO of Zappos, the online shoe retailer -explains how he created a unique culture and commitment to service that aims to improve the lives of its employees, customers, vendors, and backers. Using anecdotes and stories from his own life experiences, and from other companies, Hsieh provides concrete ways that companies can achieve unprecedented success.

The 4 Disciplines of Execution: Achieving Your Wildly Important Goals

The 4 Disciplines of Execution provides a simple, proven formula for achieving the goals that every individual or organization needs to reach. From Marriott to the U.S. Navy, Covey and his team have worked with more than 200,000 people in hundreds of organizations to improve performance, identifying and honing four secrets of perfect execution: Focus on the Wildly Important; Act on the Lead Measures; Keep a Compelling Scoreboard; and Create a Cadence of Accountability.

Blue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevant

In an audiobook that challenges everything you thought you knew, W. Chan Kim and Renee Mauborgne assert that tomorrow's leading companies will succeed, not by battling their rivals for market share in the bloody "red ocean" of a shrinking profit pool, but by creating "blue oceans" of untapped new market spaces ripe for growth.

Originals: How Non-Conformists Move the World

With Give and Take, Adam Grant not only introduced a landmark new paradigm for success but also established himself as one of his generation's most compelling and provocative thought leaders. In Originals, he again addresses the challenge of improving the world but now from the perspective of becoming original: choosing to champion novel ideas and values that go against the grain, battle conformity, and buck outdated traditions. How can we originate new ideas, policies, and practices without risking it all?

Exponential Organizations: New Organizations Are Ten Times Better, Faster, and Cheaper Than Yours (and What to Do About It)

In business, performance is key. In performance, how you organize can be the key to growth. In the past five years, the business world has seen the birth of a new breed of company - the Exponential Organization - that has revolutionized how a company can accelerate its growth by using technology.

Grit: The Power of Passion and Perseverance

In this must-listen book for anyone striving to succeed, pioneering psychologist Angela Duckworth shows parents, educators, students, and businesspeople - both seasoned and new - that the secret to outstanding achievement is not talent but a focused persistence called "grit". Why do some people succeed and others fail? Sharing new insights from her landmark research on grit, MacArthur "genius" Angela Duckworth explains why talent is hardly a guarantor of success.

The Only Sales Guide You'll Ever Need

Anthony Iannarino never set out to become a salesman. He fell into his profession by accident, and now has turned his focus to a question that's been debated for at least a century: Why are a small number of salespeople in any field hugely successful, while the rest are stuck with mediocre results at best? Since then, and for over 25 years, he has read hundreds of books, tested countless strategies, and interviewed dozens of the best salespeople to figure out what sets the extraordinary ones apart from the rest.

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization.

Drive: The Surprising Truth About What Motivates Us

From Daniel H. Pink, the author of the groundbreaking best seller A Whole New Mind, comes his next big idea book: a paradigm-changing examination of what truly motivates us and how to harness that knowledge to find greater satisfaction in our lives and our work.

New from the best-selling HBR's 10 Must Reads series. Stop pushing products - and start cultivating relationships with the right customers. If you listen to nothing else on marketing that delivers competitive advantage, hear these 10 articles. We've combed through hundreds of articles in the Harvard Business Review archive and selected the most important ones to help you reinvent your marketing by putting it - and your customers - at the center of your business.

Publisher's Summary

In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: "Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth.You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power.

In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld:

it's not often that a business book can be called inspiring, but I can't find a better word to describe my response to this book. The creator of the Net Promoter System explains in great detail the value and development of this customer centric system with evangelistic forever and contagious enthusiasm.

I only made it half way through, this was just boring as hell. After you get the nuts and bolts of how NPS works it's just a very slow delivery of examples. The narrator doesn't help liven it up any. I just couldn't bare to continue. However I do believe in and highly recommend the NPS busines strategy. Just don't expect to be whisked away by this story.

Would you ever listen to anything by Fred Reichheld and Rob Markey again?

Yes -I love the NPS System. Unfortunately this book is 80% anecdotes about businesses that have successfully implemented it. Also, the vast majority were huge companies.

Would love to see some info on how startups or small companies can implement NPS.

What about Walter Dixon’s performance did you like?

Well read -good voice.

Any additional comments?

My company has used NPS for 3 years so I love the concept. The book was interesting for a while as it's well read and some of the stories are interesting. Would have preferred some more meat around how to properly implement the system and less success stories.

In a recession where the focus is on budgets you need to be able to prove that you are giving value rather than being a cost. NPS is the best way I have seen of ensuring you understand what the Customer thinks of you. I have never seen something so simple be so effective and when incorporated in products like CustomerGauge(tm) all the hard work is taken out of making the data into information.

If you believe that the Customer is King you need to read this to ensure that they feel that they are important.

1 of 1 people found this review helpful

Gary

7/15/15

Overall

Performance

Story

"Great read, very insightful"

This book helps to solidify ones understanding in a way that is easy to understand and listen to, the references to real world companies and their experiences of implementing NPS is valuable. Great book.

0 of 0 people found this review helpful

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